Housekeeping Management

HRM 3 (lecture)

OBJECTIVES

• Appreciate the history of lodging operations

• Appreciate the importance of lodging in the history

LODGING OPERATIONS

• An intrinsic part of the hospitality trade and perhaps the most important of the segments into which this industry is divided

To Lodge – to furnish guest with rooms or quarters.

LODGING OPERATIONSA. CLASSIC GREEK & ROMAN DAYS

• Inns were large mansions• “Letter of Eviction”• Tabernas/Taverns

B. BIBLE REFERENCES

• Bethlehem is said to be the most famous inn (Luke 2:7)

• Jacob & his brother, when travelling to Judea, went to an inn & fodder their mounts.

LODGING OPERATIONS

C. MIDDLE AGES• Hosteler – 1473 inn

holders• Ostel – French word for

Hosteler, which means “Owner” of the inns, became “Inn servant”

• Inn – England, a public house that provides lodging for travelers and others; usually located along highways

D. 19TH CENTURY• Railways were introduced• Inns at present contain a large

number of rooms• Hotel – from the French word,

Hostel; a more or less commodious establishment with up to date appointment

• Spa – Europe, resorts located by mineral springs which were believed to have curative powers

LODGING INDUSTRY IN U.S.A

• The 1st American inns were similar to England’s of the 1700s.

• They carried names such as “Kings, Queens and Red Lion”

• Inns played an important role in the history

• Inns became meeting places and assembly rooms

LODGING INDUSTRY IN U.S.A

• 1775 – George Washington was a guest in the City Tavern, Philadelphia

• 1794 - City Hotel, New York City

• 1827 – National Hotel, Washington

• 1829 – Tremont House, Boston, grandest in New York; largest & most elegant in the world at the time

• 1841 – Planter’s House, St. Louis; largest hotel west of the mountains

• 1859 – 5th Ave., New York, 1st passenger elevator

• 1920 – boom in hotel industry

• WW II – need for more hotels arise; hotel chain were added

• 1950- motel’s popularity boom because of price, and convenience

LODGING INDUSTRY IN U.S.A

• 1960 & 1970 – Air travel was introduced thus the appearance of RESORT HOTELS

• Present – alternative lodgings arise such as TREE TOPS (Africa, rooms in a huge tree) and BOATELS (accommodations on boats)

• Elsworth M. Statler – father of commercial hotels; originator of the hotel-chain concept

• Statler Hotels – Buffalo, Cleveland, New York; offered services such as light switches, private baths, full-length mirrors and free morning newspapers

LODGING ESTABLISHMENTS

1. Bed & Breakfast (B&B)• A small, privately owned

establishment located in suburban and rural areas

• Converted private homes that cater to travelers seeking a homey, personal environment

• A rate that combines a night’s accommodation with a breakfast the following day

2. Time-Share Condominium

• Apartments, villas or bungalows built near popular vacation spots (ski-resorts, beaches, Disney world) that are sold to individual owners who use them or rent them out to transient guest

LODGING ESTABLISHMENTS

3. Cruise Ships

• A floating luxury hotel/hotel

• One of the fastest growing segment of the hospitality industry

4. Institutional Lodging

• Hospitals, retirement houses, universities and colleges

LODGING ESTABLISHMENTS

• CASINOS – first class hotels that provide elaborate facilities for gambling which offers luxurious lodging and lavish entertainment at low cost to attract potential customers

2 DIVISION OF THE HOTEL (REVENUE-GENERATING)

• 1. Rooms Division-area that provides hospitality and services to guest in a friendly and efficient manner.

• 2.Food and Beverage (F&B)- the department that perhaps most clearly demonstrate the old hotel keepers’ famous saying “Service is our most important product.”

BASIC CATEGORIES OF LODGING

• 1. Deluxe Hotel

• 2. Upscale-Hotels

• 3. Mid-Tier Hotels and Motels

• 4. Economy/Limited Service Properties

Classification of Guestrooms

• A. According to the number of beds

• 1. Single Room 5. Triple Room• 2. Twin room 6. Quadruple• 3. Double Room 7. Family Room• 4. Double-double 8. King Room

B. According to Price, Lay-out and facilities

• 1. Economy• 2. Standard• 3. de Luxe• 4. Studio• 5. Connecting Room• 6. Suite

TYPES OF SUITES

• 1. Junior Suite• 2. Penthouse Suite• 3. Executive Suite• 4. Hospitality Suite

TYPES OF BEDS

• 1. Single Bed• 2. Double Bed• 3. Queen Bed• 4. King Bed• 5. Roll-away bed

TYPES OF HOUSEKEEPING

Domestic Housekeeping• Refers to housekeeping

maintenance in a house

Institutional Housekeeping• Applies to housekeeping

maintenance in commercial lodging establishment.

4 SECTION OF THE HK DEPARTMENT

• Room Section – Heart of the HK

• Linen Section – records room status of the room

• Public Area – in charge of the hotel’s general cleanliness

• Laundry Section – good balance of laundry services for the entire hotel

FUNCTIONS OF THE HK OFFICEIn general, there are 2 essential functions of

the HK departmentPRIMARY- Ensure cleanliness of guestrooms,

hallways and public areas

Ensures the integrity of the original design & condition of the guestrooms, facilities & equipment , furniture & fixtures

SECONDARY- Provides uniforms, lost & found items, linen, activities of seamstress

SUB-FUNCTIONS- All HK associates reports here properly uniformed on time, receive their station assignments, work orders & pass keys

SUB-FUNCTIONS

• All HK telephone calls are receive here & message are sent out to the different sections

• HK office provides policy & storage for lost & found items & keep track of them

• All linen & flower arrangement requirements in any areas of the hotel are controlled through the HK office

SCOPE OF HK MAINTENACE

• 1. Guestrooms Maintenance• - Maintaining cleanliness and orderliness in

the guestroom• 2. Maintenance of Public Areas• - Maintaining the cleanliness and orderliness

in all public areas which include lobby, corridors, function rooms, grounds, etc

• 3. Maintenance of Linen/Laundry Service• - Collecting and delivering laundry items for

house guests or in house occupants

SCOPE OF HK MAINTENANCE

• 4. Washing, issuance, repair and inventory of employees’ uniforms

• 5. Installation, cleaning and maintenance of fixture and facilities

• 6. Provision of special service like baby sitting, mending, polishing shoes, etc.

STANDARDS OF IDEAL HOUSEKEEPING

• 1. CLEANLINESS • - all areas are immaculately clean, corner to

corner, top to bottom, including surfaces.• - windows and glass panels are dusted and

polished• 2. ORDERLINESS• -facilities and fixtures are properly arranged

and installed in appropriate location• - linen are neatly folded

STANDARD OF IDEAL HOUSEKEEPING

• 3. SANITATION• -The whole area is free from all sources of

bacterial contamination such as undisposed garbage and leftover, stagnant water

• -Wet garbage is properly underlined with plastic, covered and disposed regularly

• 4. GUEST’ COMFORT• - Rooms are properly ventilated and lighted• - Guests are not disturbed by noise and other

forms of distractions

STANDARD IDEAL OF HK DEPARTMENT

• 5. EYE APPEAL• - Ambiance is soothing to the eyes, not dim or

dull• Wall decors and TV sets are posted at eye

level• 6. SAFETY• - The rooms, function rooms and public areas

are free from any safety hazards like open electrical outlet, dangling wire, damaged tiles, slippery floors, broken chairs, etc..

STANDARDS OF IDEAL HOUSEKEEPING

• 7. MATERIALS CONTROL AND PREVENTIVE MAINTENANCE

• - There is a designated budget for supplies and materials

• - Par stock requirement are always maintained; regular requisitions are made

• PAR STOCK- the amount of an item needed to outfit the property at 100% occupancy

• - All tools and equipment are stored safely in appropriate storage compartment right after use

PAR STOCK

• - Supplies and materials are consumed w/in the limits of the budget

• - All appliances and equipment are regularly checked for any damaged and maintained in safe, working condition to avoid accidents

• 8. GUEST RELATIONS• - Guests’ requests and concerns are given

prompt and proper attention• - Staff exhibit warm and pleasant disposition

in dealing with guests.

AREAS OF RESPONSIBILITY

AREA

• - GUESTROOMS ( hallways, vending areas & floor closets)

• PUBLIC AREAS (lobbies, front desk, main Entrance, corridors, restrooms, games & Exercise rooms & shops

• OFFICES

DEPT. RESPONSIBLE

• HK

• HK

• HK

AREAS OF RESPONSIBILITY

AREA

• EMPLOYEES AREAS• (locker rooms, cafeteria

& Restroom)• LAUNDRY ROOM• LINEN ROOM• HK STORAGE AREAS• RECREATION AREAS• (pools, tennis &

volleyball Courts)

DEPT. RESPONSIBILE

• HK

• HK• HK• HK

• ENGR.

AREAS OF RESPONSIBILITY

AREA

• GROUNDS(parking lot, parking garage, trees, landscaping & sidewalks)

• MAINTENANCE SHOP

• F&B SVC(coffee shop, restaurant & cocktail lounges)

DEPT RESPONSIBLE

• ENGR.

• ENGR.

• F&B

AREAS OF RESPONSIBILITY

AREA

• KITCHENS• BANQUETS

(ballrooms, function rooms, & exhibition Halls)

DEPT. RESPONSIBLE

• F&B• BANQUET

AREA CLEANING INVENTORIES

• The 1st step in planning the upkeep of the different areas assigned to the HK dept is to establish a list of the items that need to be regularly cleaned & maintained & how frequent they are to be cleaned.

• ITEM ACTIVITY FREQUENCY• Carpet Vacuumed Daily• Furniture Dusted Daily

Polished Weekly• Lamps Dusted Daily

INTERRACTION BET HK AND OTHER DEPT.

• MEMBERS OF THE EXECUTIVE COMMITTEE & THEIR DEPT. HEADS

• 1. F & B Director- Food & Beverage Department

• 2. Sales Director- Sales, Marketing and Public relations

• 3. Controller/Chief Financier- Accounting• 4. Human Resources Director- Human

Relations Dept.• 5. Plant Manager- Engineering and

Maintenance

COMMUNICATION ON FRONT OFFICE

• A. FRONT OFFICE• -guestroom are sold here• HK provides FD with a listing of rooms that

are ready for occupancy• As guests check in and out of the hotel, FD

notifies the HK and as rooms are cleaned and ready for occupancy, HK notifies the FD

FRONT OFFICE

FRONT Desk

-Night Clerk’s report

HK employee who opens the house-A.M .guestroom

HK Supervisor

Room Attendants

-before they begin to

work

Room Attendants

-before they begin to

work

HK Employee

- P.M. Room

Attendant

F. Desk-Compare the

records

FRONT OFFICE

• DISCREPANCY- means that the FD reports that a certain room is vacant but HK finds it occupied

• REASONS WHY A DISCREPANCY OCCUR• 1. A guest switches from one room to another

and the FD neglects to change its records• 2. An error is made by the night clerk when

filling out the night clerk’s room report• 3. A guest is given the wrong room key by

mistakes

FRONT OFFICEREASONS WHY A DISCREPANCY OCCUR

• 4. The room is used by an authorized employee

• 5. The room is sold by the FD without being recorded and the money is pocketed by the clerk.

• 6. A guest checks-in or out bet the time the report is made and the check is conducted

OTHER INFOS. COMM. BET HK AND FO

• Occupancy forecast• VIP arrivals• Early check ins of groups• Closing of certain section for deep-cleaning• Delivery of guest laundry• Lost and found items• Special guests requests

COMMUNICATION IN HK AND MAINTENACE

• Every piece of equipment, fixtures and furniture in the guestrooms, hallways, linen & laundry rooms, public areas and employee locker rooms must be in proper working order.

COMMUNICATION BET HK AND MAINTENANCE

• 2 TYPES OF MAINTENANCE PERFORMED BY THE ENGINEERING DEPT.

• 1. REGULAR MAINTENACE- Performed when an item is broken and needs to be repaired.

• 2. PREVENTIVE MAINTENANCE-Consists of inspecting guestrooms and other areas on a regular basis to identify repair and maintenance needs.

COMMUNICATION BET HK AN HR DEPT

• HUMAN RESOURCES DEPARTMENT• - Necessary when considering personnel

staffing• Involved in the orientation of new HK

employees: philosophy, compensation packages, pay schedules, rules & regulations

COMMUNICATION BET HK & HR DEPT

HK - Fills out

an employee requisition

HR-

Advertises, pre-

screens, interviews

HK- 2nd interview and hiring, selection

COMMUNICATION BET HK & F & B DEPT.

• Comprises of the kitchens, restaurant, coffee shops, cafeteria, bars, lounges, banquets, catering services, clubs and room services

• HK is indirectly involved in the outlet’s cleanliness

• Good communication with regards to the pick-up of room service material from guestroom areas

• HK must see to it that hallways are free from trays and carts

• Laundry room must provide the F&B Dept. with clean napery, clean uniform.

COMMUNICATION BET HK & SALES & MARKETING DEPT.

• Its primary goal is to sell the products and services offered by the property, therefore cleanliness is of great importance

• Necessary when specific rooms or suites must be available for inspection to meeting planners who are considering the property for a possible convention

COMMUNICATION BET ACCTG. & HK

- Placing orders for equipment and supplies (Purchasing to controller)

- All information regarding wages salaries- HK provides monthly inventory information in

order to ascertain expenses of controllable goods and percentage costs.

THE EXECUTIVE HOUSEKEEPER AS DEPARMENT MANAGER

• PRIMARY ROLE: Manages the HK dept. & ensures that set standards & procedures are maintained & achieved at all times

• Supervises the asst. Exec. HK, all supervisor of various sections & other rank & file positions

• Sits on the hotel’s Exec committee & work with the other dept heads & Gen mgr.

THE EXEC. HOUSEKEEPER AS DEPT. MANAGER

• Other responsibilities– Plans/organize staffing & manpower

plotting– Decides & outlines all HK activities– Assists in preparation of the annual budget– Implements cost control procedures within

the department

Management concepts as they apply to the Exec. HK

• CONCERN FOR PRODUCTION– Frederick W. Taylor-conceptualized the

“Classical Scientific Management’ method approach.• Analyzed the job systematically to

determine the amount of work that each employee could produce.

• Measured the performance in given period of time

CONCERN FOR PEOPLE

• Elton Mayo- conceptualized the “Human Relations Management” approach– Conducted an experiment in the work

place thus concluding that in order to increase productivity, human relations factors must be considered

COORDINATION OF EFFORT IN THE WORKPLACE

• Henri Fayol- France, proposed that a manager must practice the ff functions of management:

A. Planning D. Coordinating

B. Organizing E. Controlling

C. Directing

THE ATTRIBUTES OF THE EXEC. HK

A. Supervisions- concerned with directing, facilitating & monitoring the works of others in order to have the job done.

Supervisor- anyone whose responsibility is to supervise.

Exec HK’s field of supervisions

1. Company assets

2. Employees

3. Guests

THE ATTRIBUTES OF THE EXEC. HK

• B. Leadership – The ability to lead people to willingly performs in ways to achieve the organization’s goals.

• 3 Leadership Styles• * Authoritarian• * Democratic• * Laissez-faire• C. motivation – Managers should not always

try to motivates but create a positive environment for employees to motivate themselves

THE ATTRIBUTES OF THE EXEC HK

D. Communication- Its function is to link people together in organization in order to achieve a common purpose

• 4 types of verbal communication

• Reading * Speaking

• Listening * Writing

2 Roadblocks to communication

*Status barrier

*Psychological barrier

ATTRIBUTES OF THE EXEC HK• 2 TYPES OF LISTENING

• Active• Passive• Power/Authority

• Power-ability to influence behavior to other

• Authority-when institutionalized in organized influencing behavior becomes right

ATTRIBUTES OF THE EXEC HK

• 4 WAYS TO EXERT AUTHORITY

• Coercive and reward power- refers to administers punishment or recompense.

• Suggestion- Ideas or proposition and possible action.

• Persuasion- Ignored or avoided and doesn’t’ work.

• Emulation- best source if you want to excel behavior of supervisor.

• DELEGATION- process of assigning work authority accountability accomplish it effectively

MANAGEMENT RESPONSIBILITIES OF THE EXEC HK

• Time Management

• Problem Solving

• Total Quality Management

• Ethical Values

• Decision Making

ORGANIZATION OF THE HK DEPT

Asst. Exec. Housekeeper

*Assists the Exec. HK in a giving assignment & daily instructions for all Supervisors (linen, laundry, room & P.A.)

Floor Supervisor

*Supervising R.A. & mini bar boys regarding proper procedures in cleaning & handling of supplies & equipment

ORGANIZATION OF THE HK DEPT

PUBLIC AREA SUPERVISOR

*Supervises & coordinates activities of the houseman to ensure clean, orderly & attractive hotel premises, paying attention to function rooms, F.O. area, offices & public area

LINEN/LAUNDRY SUPERVISOR

*Counterchecks on the sorting, counting & issuing of newly laundered linen & uniform done by the linen attendant.

ORGANIZATION OF THE HK DEPT

ROOM ATTENDANT

*Removes all room service trays & service equipment used for any F&B items to the guestroom & brings them to service area

PUBLIC AREA SUPERVISOR

* maintaining the general cleanliness of the hotel

ORGANIZATION OF THE HK DEPT

POWDER GIRLS

*responsible for the cleanliness & general upkeep of the DRESSING ROOM making them fresh sanitized & free of odor at all times

LINEN-UNIFORM ATTENDANT

* Issues & receives floor master keys of R.A. & floor supervisor

ORGANIZATION OF THE HK DEPT

SEAMSTRESS

*Mends repairable items, recycles condemned items such as bed sheets into scarves, aprons, as well as table cloths into napkin or underliners

LINEN RUNNER*Collects & spot-checks soiled linen

ATTRIBUTES OF HK SERVICE STAFF

• DISCRETIONNO NOTICE OF, SPEAK OF, things

regarding the guests in their conversation

HONESTYStaff must be able to work amongst

guest’s personal effects & to hand in any lost property

ATTRIBUTES OF HK SERVICE STAFF

CONFIDENTIALITYGuests could leave private papers or

company documents lying open in their rooms

COMMUNICATIONHK staff are frequently asked by guests

regarding hotel services & the surroundings areas

ATTRIBUTES OF HK SERVICE STAFF

TEAM SPIRITStaff must be able to trust each other &

work together

HUMAN RESOURCES MANAGEMENT

TRAINING, MOTIVATING AND EVALUATING STAFF

The aim of training is to standardize the procedures that have been proven to work well w/out taking the flexibility and motivation to find better procedure.

TYPES OF TRAINING

CROSS-TRAINING- a buzzword for modern managers

TEAM TRAINIG- During training, trainers should try out various combinations of staff members and job assignment

CONTINUING EDUCATION- training should be continuous to keep staff apprised to new HK techniques

TRINING METHODS

Show-tell-do techniques- works bests for functions-related jobs.

Audio-visual aids- can cause a simple flip chart to a sophisticated computer graphics.

Filmed videos- some properties filmed trainees on closed circuit TV so that their performance can be discussed with the supervisor

TRAINING METHOD

Training films- Produced by associations or independent producers of training films

Fishbowl techniques- Opens lines of communication.

Role playing-Employees and managers take on each other’s roles in theoretical situations

TRAINING METHODS

Benchmarking-measuring what others companies do and training staff in similar practices can improve performance

MOTIVATING STAFF

Incentive program that motivate workers

1.Monetary rewards

A. Point system

B. Team incentives

C. Lump-sum bonuses

D. On-the-spot bonuses

Monetary Rewards

E. Attendance bonuses

F. Property-wide bonuses

G. Receiving Incentive from Guests

2. Nonmonetary Incentives-additional money may be a good motivator, but it is not the only motivator

3. Choice assignment

4. Cross training

Monetary Rewards

5. Free Stays

6. Free Meal Tickets or voucher

7. Early Dismissal

RISK AND ENVIRONMENTAL MANAGEMENT

• SANITATION IN HOUSEKEEPING-The health and safety of guests and house occupants is a moral responsibility of any hospitality establishment.

• Sanitation-refers to the maintenance of healthy and hygienic conditions, free from disease-causing organisms

• Clean- free from visible soil or dirt

PREVENTION OF BACTERIAL CONTAMINATION

Keeping all parts of the house clean and free of dirt.

Stagnant water in cans, pails and drums should always be covered.

Moist foods and food leftovers must be wrapped in plastic before they are thrown into garage cans.

RISK AND ENVIRONMENTAL MANAGEMENT

SANITATION IN HOUSEKEEPING

Sanitation- refers to the maintenance of healthy and hygienic condition, free from disease causing organisms.

Clean- free from visible soil or dirt

PREVENTION OF BACTERIAL CONTAMINATION

Keeping all parts of the house clean and free of dirt.

Stagnant water in cans, pails and drums (if one is used) should always be covered so that it does not breeding place of mosquitoes.

Moist foods and food leftovers must be wrapped in the plastic before that thrown into garbage cans

PREVENTION OF BACTERIAL CONTAMINATION

Re-usable personal items like glasses, cutleries and other eating utensils should be not just washed with soap and water but must also be sanitized from time to time with sanitizing detergents.

Personal items (glasses, linen, cutleries, etc) used by sick people should be segregated and also sanitized to protect other occupants from contamination.

PREVENTION OF BACTERIAL CONTAMINATION

Housekeepers are advised to protect themselves from contamination by using protective devices.

All entrances and windows must be covered with protective screen to prevent entry of insects.

Automatic locks are also advised to prevent the entry of insects.

SAFETY AND SCURITY IN HOUSEKEEPING

• It is responsibility of every hotel and lodging house to insure the safety and security of guests and occupants. They will be made accountable for any accidents or injury emanating from safety and security hazards that are left unattended and uncorrected.

GENERAL SAFETY AND SECURITY MAESURES FOR GUESTS

• 1. If possible, all entrances to the hotel should be secured and guarded round the clock by security personnel.

• 2. Provide for roving guards who will monitor movements within the hotel premises, particularly in guestrooms and surroundings areas.

• 3. Suspicious looking persons and objects are to be reported to security office or duty manager immediately for proper investigation.